Returns, Cancellations & Refunds Policy
Last updated: September 2026
At Velisha London Ltd, we hope you are delighted with your purchase. This policy explains your rights and responsibilities in relation to cancellations, returns and refunds.
Nothing in this policy is intended to exclude, restrict or replace your statutory rights under UK consumer law.
1. Your Right to Cancel
If you purchase goods from us online as a consumer, you generally have the right to cancel your order without giving a reason.
You may notify us that you wish to cancel at any time after placing your order and up to 14 calendar days after the day on which you, or a person nominated by you, receives the goods.
To exercise your right to cancel, you must clearly inform us of your decision within the applicable cancellation period.
Please email info@velisha.co.uk and provide:
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your name;
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your order number; and
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details of the product(s) you wish to cancel or return.
2. Cancelling an Order Before Dispatch
If you contact us before your order has been dispatched, we will make reasonable efforts to stop and cancel it before it leaves our fulfilment process.
We process orders promptly and cannot guarantee that an order can be stopped or amended once it has entered picking, packing or fulfilment.
Where we are able to stop the order before dispatch, we will cancel it and process the applicable refund.
3. Cancelling an Order After Dispatch
You may still notify us that you wish to cancel if your order has already been dispatched, subject to your applicable statutory rights.
Once an order has entered the carrier network, however, we may be unable to physically stop or recall the parcel and it may still be delivered to you.
If this happens, please keep any products you intend to return unused and unopened and, where applicable, with all hygiene and tamper-evident seals intact, and follow the return instructions provided by us.
Please do not open, use or break the hygiene or tamper-evident seal of a product that you intend to return.
4. Returning a Cancelled Order
Once you have notified us that you are cancelling, you must send the relevant goods back to us within 14 calendar days.
Please contact info@velisha.co.uk for return instructions.
Velisha London Ltd uses more than one fulfilment location, so we will provide you with the appropriate return address for your order.
Please do not return products to an address obtained independently or used for a previous return, as this may result in delays.
For change-of-mind cancellations, you will normally be responsible for the direct cost of returning the goods to us, where permitted by law.
Returned goods should be securely packaged to prevent damage in transit.
We strongly recommend using an appropriate tracked return service and retaining your proof of postage and tracking information until your return and refund have been completed.
5. Skincare, Beauty, Personal Care & Hygiene-Sealed Products
Due to the nature of certain skincare, beauty and personal care products, some Velisha London products are supplied with a protective, hygiene or tamper-evident seal.
Where goods are sealed for health protection or hygiene reasons and are not suitable for return once unsealed, the statutory right to cancel does not apply if the goods become unsealed after delivery.
Accordingly, where this legal exception applies, we will not accept a change-of-mind return if the relevant protective, hygiene or tamper-evident seal has been:
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removed;
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opened;
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broken;
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cut;
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damaged; or
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otherwise compromised after delivery.
Please inspect your product carefully before removing, opening or breaking any hygiene or tamper-evident seal.
Where applicable, products returned because you have changed your mind must remain unused and unopened, with the relevant hygiene or tamper-evident seals intact.
Where relevant to the condition and value of the goods, please also return the product with its original packaging, protective packaging and cellophane intact.
These provisions do not affect your statutory rights if a product is faulty, damaged, unsafe, incorrectly supplied or not as described.
6. Condition of Change-of-Mind Returns
You are responsible for taking reasonable care of goods while they are in your possession.
You may handle goods only to the extent reasonably necessary to establish their nature, characteristics and functioning.
Where handling goes beyond what is reasonably necessary and results in a reduction in the value of the goods, we may make an appropriate deduction from the refund where permitted by law, up to the amount of the reduction in value.
This is separate from the statutory exception applying to qualifying health or hygiene-sealed products that have become unsealed after delivery.
7. Evidence of the Condition of Returned Goods
We recommend taking clear photographs of the product, packaging and any applicable hygiene or tamper-evident seals immediately before packaging your return.
Please package returned goods securely and appropriately to prevent damage during the return journey.
We strongly recommend retaining your proof of postage and tracking information until your return has been received and any applicable refund has been completed.
If there is a dispute concerning the condition of returned goods, we may consider available evidence including photographs, correspondence, return tracking information, packaging and the condition of the product and its seals when received.
8. Faulty, Damaged, Incorrect or Not-as-Described Products
If you believe a product is faulty, damaged, incorrectly supplied, unsafe or not as described, please contact us at info@velisha.co.uk as soon as reasonably possible.
Please provide:
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your order number;
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details of the issue; and
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where reasonably requested, clear photographs of the product, packaging, relevant seals and/or damage.
We may request reasonable additional information necessary to investigate the issue.
The condition of a tamper-evident seal does not remove any statutory rights you may have in relation to faulty, damaged, unsafe, incorrectly supplied or misdescribed goods.
Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or other applicable consumer legislation.
9. Suspected Adverse or Allergic Reactions
If you believe you have experienced an adverse or allergic reaction to a Velisha London product, stop using the product and contact us at info@velisha.co.uk as soon as reasonably possible.
Please retain the product, its packaging and any batch or lot information.
We may reasonably request information or photographs concerning the product and circumstances so that we can investigate the matter and meet any applicable product-safety obligations.
Please do not dispose of the product or packaging while an investigation is ongoing unless necessary for your safety or we advise you otherwise.
This section does not affect your statutory rights.
10. Return Postage
For a change-of-mind cancellation, you will normally be responsible for the direct cost of returning the goods to us, where permitted by law and where you have been informed of this responsibility.
Where goods are faulty, damaged, incorrectly supplied or otherwise fail to conform to your statutory rights, return arrangements and costs will be dealt with in accordance with applicable law.
Returned products must be packaged securely to prevent damage during transit.
We strongly recommend obtaining and retaining proof of postage.
11. Refunds
Where you validly exercise your statutory right to cancel, we will reimburse the payments due to you in accordance with applicable consumer law.
Where required by law, this includes the price paid for the returned goods and the cost of our least expensive standard delivery option.
If you selected an enhanced, express, premium or other delivery service costing more than our least expensive standard delivery option, we are not required to refund the additional amount above the standard delivery cost.
For returned goods, we may withhold reimbursement until:
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we have received the goods back; or
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you provide evidence that you have sent the goods back,
whichever occurs first.
Refunds will be made without undue delay and, where the statutory cancellation provisions apply, no later than 14 days from the relevant date required by law.
Unless otherwise agreed, refunds will normally be made using the same payment method used for the original transaction.
12. Promotional & Complimentary Gifts
Where a complimentary or promotional gift was supplied specifically as part of a qualifying purchase or promotion, please return the promotional gift with the qualifying goods where the disclosed terms of that promotion require it.
Where a qualifying purchase is cancelled or returned and the promotional gift is not returned, we reserve the right to deal with the promotional item in accordance with the disclosed terms of the relevant promotion and applicable law.
This section does not affect your statutory rights.
13. Returns That Do Not Qualify for a Change-of-Mind Refund
If we receive a product that does not qualify for a change-of-mind refund — for example, where the statutory health or hygiene exception applies because a qualifying sealed product was unsealed after delivery — we will notify you.
We are not required to provide a change-of-mind refund where a statutory exception applies.
Where appropriate, we will advise you of the available options regarding the product.
If you request that an ineligible returned product is sent back to you, any reasonable postage charge applicable to doing so will be communicated before further action is taken.
Nothing in this section affects your statutory rights regarding faulty, damaged, unsafe, incorrectly supplied or misdescribed goods.
14. Fraud, Abuse & Unusual Returns Behaviour
Velisha London Ltd reserves the right to investigate returns and refund requests where there are reasonable grounds to suspect fraud, dishonesty, abuse or misuse of our returns or refund procedures.
Where reasonably justified and permitted by law, we may refuse or cancel future orders from customers whose purchasing, returns or refund activity gives rise to legitimate concerns regarding fraud, abuse or materially unusual behaviour.
Any decision concerning future orders does not remove or restrict statutory rights relating to goods already purchased.
Where appropriate and lawful, relevant information may be provided to payment providers, marketplaces, insurers, professional advisers, fraud-prevention services or law enforcement agencies for legitimate fraud prevention, dispute resolution or legal purposes.
Nothing in this section permits us to refuse a refund or other remedy where a customer is legally entitled to one.
15. Marketplace Purchases
Where Velisha London products are purchased through a third-party marketplace, that marketplace may operate its own cancellation, return and refund procedures.
You may therefore be required to submit your request through the relevant marketplace account or customer-service system.
Where a marketplace provides additional contractual consumer protections or imposes additional obligations upon us as a seller, those requirements will apply where relevant.
Nothing in this policy reduces your statutory consumer rights.
16. Proof of Purchase
We may request reasonable proof that goods were purchased from Velisha London Ltd before processing a return, refund, replacement or other claim.
For orders placed directly through our website, your order number will normally allow us to locate your purchase.
17. Contact Us
This website is owned and operated by:
Velisha London Ltd
For cancellations, returns, refunds, damaged or faulty products or other enquiries relating to this policy, please contact:
Email: info@velisha.co.uk
Please include your order number wherever possible so that we can deal with your enquiry efficiently.
Your Statutory Rights
Nothing contained in this policy is intended to exclude, restrict or affect any statutory rights or remedies available to consumers under UK law.